Posted by Angela Classen on December 17, 2009 at 9:38 AM
I decided to outsource printing of my Kansas courthouse calendar this year and went with Lulu.com.
I'm seriously regretting my decision. My rant follows.
Their web site indicates first that "Our calendars use a custom print on demand process and ship within 3 days of receiving your order." Only after I placed an order for one proof copy did I discover "3 days" is actually 3-5 BUSINESS days - a huge difference. I also had trouble uploading my file. I got an error message "upload unsuccessful" but it didn't tell me WHAT the problem was, and I had to turn in a help ticket, because there's no phone no. to call of course. After waiting for 5 days with no response to my help ticket other than "we'll respond soon!", I tried uploading the file again, and it went. I lost a whole week waiting on them and got no response.
By this time, I needed to place a real order since most of my customers want to give these as Christmas gifts to their bosses. I placed an order on 12/8. Today is the 17th and my order status is still "fulfilling." Obviously, we're past the 5 business days. I also paid a premium (over $60) for expedited shipping so I'd be sure they would arrive on time (by my calculations, they should have arrived on 12/18). Ain't gonna happen.
Several other irate customers have posted comments on Lulu's forum, and I added my 2 cents worth and also indicated I'm going to file a complaint with the BBB. I also pointed out I would never recommend Lulu's services to all my photographer friends. I hope these two comments get someone's attention.
Has anyone else experienced these problems with Lulu?
Posted by Luke Ormand on December 17, 2009 at 10:15 AM
I used LuLu to make a calander earlier this month and didn't have a problem making it. Don't know if it's arrived yet as it wasn't sent to my home address, but I don't think it has. I did notice that they stated it would take however many days to process it, as well as however many days to actually make it, which I thought was a bit shady... but it's a christmas gift and I really don't care when it arrives as long as it's somewhere around the new year.
Posted by Craig Strand on December 17, 2009 at 3:42 PM
I used them for the first time Angela, about a month ago. No problems at all either in creating or uploading the images. I then ordered calendars twice, it took their normal 4-5 days to print and ship and received them just fine. I did not select the deluxe paper version and am very satisfied with the quality. They also offered discounts after creation, getting the per calendar price down below $7 for a quanity order of 25. I would use them again! Sorry you had so many problems.
Posted by Angela Classen on December 18, 2009 at 10:47 AM
Craig: nice calendar. Glad it worked out for you.
There are no less than 10 disgruntled customers on the lulu forum with the same exact issue I'm having. One poor lady has been waiting for over 18 days for her order and still has not received a concrete explanation why her order hasn't been fulfilled. Another paid for her $2,000 order with her credit card and the calendars were to be used for a school fundraising project BEFORE CHRISTMAS. She's out her money, plus the school won't have a fundraising item now. Ouch. I'm really ticked about how they promote their production schedule, only to change it upon actually ordering, so I filed a complaint with the BBB. I just hope I eventually GET my order, but I'm sure several of my customers will cancel their order since they were Christmas gifts for their bosses. I don't think there's anything lulu can do at this point to restore my confidence in them to use them in the future. The "customer service" is about the poorest I have run into anywhere.
Posted by Bill Maile on December 19, 2009 at 6:24 AM
I used Lulu last year Angela, for whatever it's worth, and chose not to use them again this year. Instead I went with VistaPrint, really at the last minute, and they came thru in spades for ease of uploading/designing, quality, price and delivery. The ONLY problem I have with my calendars is I don't like the photo captions, as there is only one option regarding font size and how it is placed. Other than that, I'll probably be VPing again next year. Sorry to hear about your problems, that sucks to be blunt.
Posted by Luke Ormand on December 21, 2009 at 4:09 PM
For what it's worth, I recieved this e-mail today:
Dear Lulu Customer,
Thank you for your patience. We apologize for the processing delay with your Lulu order. In light of the situation, we have upgraded the shipping method on your order. It should reach you by December 25. We value your business here at Lulu.com. If you have any further questions, please feel free to open up a help ticket.
Posted by Angela Classen on December 21, 2009 at 6:02 PM
Luke: that's the standard "canned" response Lulu sends to all its disgruntled customers.
When I posted a reply in a thread on their forum that we all had received "canned" replies, the "customer service rep" (and I use the term loosely) had the nerve to say "I don't know if you realize this but I am a real person..." Yeah, SO AM I! And I thought I deserved better customer service.
As of this afternoon, I finally received notification my order was fulfilled and shipping. Shipped today? Shipped tomorrow? Don't have a clue since they don't provide a tracking no. Even if they ship it FedEx (which I already paid for) it won't arrive in time for my customers to be able to give these as timely gifts for Christmas. I've filed a complaint with the BBB asking for a refund of the exorbitant expedited shipping fee since it did me no good. We'll see where I get with that - nowhere I'm sure.
I definitely won't use them again, however. My poor heart can't take the added stress
Discussion
6 repliesI'm seriously regretting my decision. My rant follows.
Their web site indicates first that "Our calendars use a custom print on demand process and ship within 3 days of receiving your order." Only after I placed an order for one proof copy did I discover "3 days" is actually 3-5 BUSINESS days - a huge difference. I also had trouble uploading my file. I got an error message "upload unsuccessful" but it didn't tell me WHAT the problem was, and I had to turn in a help ticket, because there's no phone no. to call of course. After waiting for 5 days with no response to my help ticket other than "we'll respond soon!", I tried uploading the file again, and it went. I lost a whole week waiting on them and got no response.
By this time, I needed to place a real order since most of my customers want to give these as Christmas gifts to their bosses. I placed an order on 12/8. Today is the 17th and my order status is still "fulfilling." Obviously, we're past the 5 business days. I also paid a premium (over $60) for expedited shipping so I'd be sure they would arrive on time (by my calculations, they should have arrived on 12/18). Ain't gonna happen.
Several other irate customers have posted comments on Lulu's forum, and I added my 2 cents worth and also indicated I'm going to file a complaint with the BBB. I also pointed out I would never recommend Lulu's services to all my photographer friends. I hope these two comments get someone's attention.
Has anyone else experienced these problems with Lulu?
View Lulu Calendar-
http://www.lulu.com/product/calendar/craig-strand-photography-2010/5957603
There are no less than 10 disgruntled customers on the lulu forum with the same exact issue I'm having. One poor lady has been waiting for over 18 days for her order and still has not received a concrete explanation why her order hasn't been fulfilled. Another paid for her $2,000 order with her credit card and the calendars were to be used for a school fundraising project BEFORE CHRISTMAS. She's out her money, plus the school won't have a fundraising item now. Ouch. I'm really ticked about how they promote their production schedule, only to change it upon actually ordering, so I filed a complaint with the BBB. I just hope I eventually GET my order, but I'm sure several of my customers will cancel their order since they were Christmas gifts for their bosses. I don't think there's anything lulu can do at this point to restore my confidence in them to use them in the future. The "customer service" is about the poorest I have run into anywhere.
Dear Lulu Customer,
Thank you for your patience. We apologize for the processing delay with your Lulu order. In light of the situation, we have upgraded the shipping method on your order. It should reach you by December 25. We value your business here at Lulu.com. If you have any further questions, please feel free to open up a help ticket.
When I posted a reply in a thread on their forum that we all had received "canned" replies, the "customer service rep" (and I use the term loosely) had the nerve to say "I don't know if you realize this but I am a real person..." Yeah, SO AM I! And I thought I deserved better customer service.
As of this afternoon, I finally received notification my order was fulfilled and shipping. Shipped today? Shipped tomorrow? Don't have a clue since they don't provide a tracking no. Even if they ship it FedEx (which I already paid for) it won't arrive in time for my customers to be able to give these as timely gifts for Christmas. I've filed a complaint with the BBB asking for a refund of the exorbitant expedited shipping fee since it did me no good. We'll see where I get with that - nowhere I'm sure.
I definitely won't use them again, however. My poor heart can't take the added stress